1st Line Support Specialist

Job Description:

1st Line Support Specialist

Willow House, Staines

Hybrid working (up 4 days from home)

Permanent

Salary up to £26,500 doe. + Fantastic Benefits

Full time- 37.5 hours

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world

Working in our support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care.

No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

Providing first line incident management support in the IT Service Centre. You’ll be customer focussed and the single point of contact for Bupa staff, IT incidents and service requests

What you’ll do:

• To provide first line support in line with published SLA’s for all customers contacting the IT Service Centre

• Provide excellent customer service, ensuring all users are handled in a pleasant, helpful and professional manner, with regular updates provided to the customer

• To pro-actively participate in all IT functional/departmental meetings giving feedback to ensure continual improvement, productivity gains and overall customer satisfaction and undertake departmental initiatives as directed

• To support the various operational working hours (shifts) as appropriate

• To follow ITIL based Operational Lifecycle procedures (Incident, Problem, Change, Configuration, Asset etc.) to ensure a cost effective and efficient service to Bupa and our broad userbase

• Ensure that all requests and incidents logged with the IT Service Centre are progressed and resolved and the Customer is updated with progress at all times

• Advise customers on the purchase of appropriate hardware/software in conjunction with technical teams

• To perform administration tasks as allocated by the Service Centre Management Team.

What you’ll bring:

• Strong customer centric approach to work

• Strong Communications skills, telephone, written and face to face.

• Good awareness of Windows OS and the component parts and functionality of personal computers & hand-held technologies (phones, tablets)

• Critical thinker and strong troubleshooting skills (CompTia a+ is an advantage)

• Good awareness of Infrastructure Components (Network, Citrix, Exchange)

• ITIL Foundation certification

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You’ll be eligible for:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them

Whether you’ve found your feet or are discovering a new path

Welcome to a place that celebrates you

This isn’t where you've been

This is where you're going

This is what we have belief in

Time Type:

Full time

Job Area:

IT

Locations:

Bupa Place, Staines - Willow House